Level III Help Desk Support Technician

Summary

Our client is a well-established IT Solutions and Managed Services Provider (MSP) located in the United States and they are seeking an experienced Remote Level III Help Desk Support Technician. This role requires a highly skilled technical professional with prior MSP experience who can support complex client environments while providing exceptional customer service. The ideal candidate enjoys troubleshooting advanced technical issues and implementing technology solutions that help businesses operate efficiently.

Duties & Responsibilities

• Advanced Technical Support

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  Provide high-level technical support by troubleshooting and resolving escalated service requests

  
  


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  Work with internal teams and clients to diagnose and resolve complex IT issues

  
  


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  Assist with pre- and post-sales technical activities including discovery calls, site visits, and technical assessments

  
  

• Network & Infrastructure Support

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  Configure and support network infrastructure including routers, switches, managed switches, and firewalls

  
  


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  Assist with implementing and monitoring network security solutions

  
  


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  Support the design, deployment, and maintenance of Local Area Networks (LANs)

  
  

• Systems Administration

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  Deploy, maintain, and troubleshoot Windows Server environments and Active Directory

  
  


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  Support server infrastructure, file servers, and cloud-based systems

  
  


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  Manage and support Microsoft Exchange environments

  
  

• VoIP & Communications

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  Configure and support VoIP systems and related communication platforms

  
  


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  Troubleshoot connectivity and voice-related issues

  
  

• Monitoring & Maintenance

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  Monitor system alerts and respond appropriately based on operational procedures

  
  


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  Troubleshoot network and infrastructure issues across client environments

  
  


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  Perform new user setup and onboarding tasks

  
  

Qualifications & Requirements

• Experience

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  Minimum of 5 years of hands-on experience supporting networking equipment, Windows servers, workstations, Exchange, and Active Directory

  
  


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  At least 3 years of experience working in a client-facing technical environment

  
  


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  Previous experience working in an MSP environment strongly preferred

  
  

• Technical Skills

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  Strong troubleshooting skills across networking, servers, and end-user systems

  
  


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  Experience implementing and supporting business technology solutions

  
  


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  Familiarity with RMM tools such as Kaseya or ConnectWise preferred

  
  


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  Experience working with PSA/ticketing systems such as Autotask or ConnectWise is a plus

  
  

• Professional Skills

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  Excellent written and verbal communication skills with the ability to interact with business clients

  
  


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  Strong organizational and time-management abilities

  
  


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  Ability to solve complex technical issues efficiently

  
  


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  Self-motivated, reliable, and able to work independently or as part of a team